{"id":2210,"date":"2026-04-14T09:58:53","date_gmt":"2026-04-14T08:58:53","guid":{"rendered":"https:\/\/ws-sup.fi-s.seravo.com\/?page_id=2210"},"modified":"2026-10-20T13:23:40","modified_gmt":"2026-10-20T10:23:40","slug":"contact-support","status":"publish","type":"page","link":"https:\/\/support.withsecure.com\/en\/contact-support\/","title":{"rendered":"Contact support"},"content":{"rendered":"<section\n    class=\"wp-block-support-banner edwp-block wp-block-support-banner--bg-light-gray layout--spacing-xxxl-top layout--spacing-xxxl-bottom\"\n    >\n            <div class=\"wp-block-support-banner__container\">\n        <div class=\"wp-block-support-banner__content-wrapper\">\n                        <div class=\"wp-component-content wp-component-content--default wp-block-support-banner__content\">\n            <h2 class=\"wp-component-heading text--h2 wp-component-content__title\">\n    Contact support<\/h2>                    <div class=\"wp-component-content__inner\">\n                                    <div class=\"wp-component-content__content wysiwyg\">\n                        <div class=\"wp-component-paragraph \">\n    <h4>Search for an answer below, or choose a contact channel if you still need help.<\/h4>\n<\/div>\n                    <\/div>\n                                                            <\/div>\n                <\/div>                            <div class=\"wp-block-support-banner__searchbar\">\n                    <div class=\"addsearch-standalone-searchbar-container\" data-addsearch-results-url=\"\/en\/search\"><\/div>\n                <\/div>\n                                <\/div>\n    <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-service-status edwp-block js-wp-block-service-status\"\n    >\n    <div class=\"wp-block-service-status__container\">\n                <div id=\"status-container\" class=\"banner-layout\" style=\"--status-max-width: 1476px\"><\/div>\n    <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-cards edwp-block wp-block-cards--col-3 layout--spacing-xxxl-top layout--spacing-xxxl-bottom\"\n    >\n    <div class=\"wp-block-cards__container\">\n        <div class=\"wp-component-content wp-component-content--default wp-block-cards__content\">\n            <h3 class=\"wp-component-heading text--h3 wp-component-content__title\">\n    Choose a contact channel<\/h3>                <\/div>                                            <div class=\"wp-block-cards__cards row-load\">\n                    <article class=\"wp-component-card wp-block-cards__card wp-component-card--style-default\">\n    <div class=\"wp-component-card__content\">\n        <div>\n                                    <h2                            class=\"wp-component-card__title\"\n            >\n                Ask the Community        <\/h2>\n                    <\/div>\n                    <p class=\"wp-component-card__description\">\n                Post a question and get answers from other WithSecure customers, MSPs, and engineers. Your question may already be answered.            <\/p>\n                            <div class=\"wp-component-card__button-wrapper\">\n                                    <a target=\"_blank\" rel=\"noopener noreferrer\" class=\"wp-component-button btn btn--tertiary wp-component-card__button\" href=\"https:\/\/community.withsecure.com\/\">Browse Community<svg class='edwp-icon edwp-icon--reg button-icon js-icon ' aria-hidden='true'>\n                <use xlink:target=\"_blank\" rel=\"noopener noreferrer\" href='#offsite'><\/use>\n            <\/svg><\/a>                                            <\/div>\n            <\/div>\n<\/article>\n<article class=\"wp-component-card wp-block-cards__card wp-component-card--style-default\">\n    <div class=\"wp-component-card__content\">\n        <div>\n                                    <h2                            class=\"wp-component-card__title\"\n            >\n                Submit a ticket        <\/h2>\n                    <\/div>\n                    <p class=\"wp-component-card__description\">\n                Send us a support request and a WithSecure engineer will follow up by email. Best for non-urgent issues or when you need a written record.            <\/p>\n                            <div class=\"wp-component-card__button-wrapper\">\n                                    <a class=\"wp-component-button btn btn--tertiary wp-component-card__button\" href=\"https:\/\/support.withsecure.com\/en\/contact-support\/email-support\/\">Email support<svg class='edwp-icon edwp-icon--reg button-icon js-icon ' aria-hidden='true'>\n                <use xlink:href='#arrow'><\/use>\n            <\/svg><\/a>                                            <\/div>\n            <\/div>\n<\/article>\n<article class=\"wp-component-card wp-block-cards__card wp-component-card--style-default\">\n    <div class=\"wp-component-card__content\">\n        <div>\n                                    <h2                            class=\"wp-component-card__title\"\n            >\n                Call support        <\/h2>\n                    <\/div>\n                    <p class=\"wp-component-card__description\">\n                Speak directly with a product expert. Check regional phone numbers and service hours before calling.            <\/p>\n                            <div class=\"wp-component-card__button-wrapper\">\n                                    <a class=\"wp-component-button btn btn--tertiary wp-component-card__button\" href=\"https:\/\/support.withsecure.com\/en\/contact-support\/call-support\/\">View numbers and hours<svg class='edwp-icon edwp-icon--reg button-icon js-icon ' aria-hidden='true'>\n                <use xlink:href='#arrow'><\/use>\n            <\/svg><\/a>                                            <\/div>\n            <\/div>\n<\/article>\n                <\/div>\n                                                <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-one-column-block edwp-block js-wp-block-one-column-block wp-block-one-column-block--content-1 layout--none-top layout--none-bottom\"\n    >\n    <div class=\"wp-block-one-column-block__container\">\n                                                                                                                            <h3 class=\"wp-component-heading text--h3 wp-block-one-column-block__heading fade-in\">\n    Recent support articles<\/h3>                                                                                <\/div>\n<\/section>\n\n\n<section\n    class=\"wp-block-content-list edwp-block layout--spacing-l-top layout--spacing-l-bottom\"\n    >\n    <div class=\"wp-block-content-list__container\">\n        \n        <div class=\"wp-block-content-list__main\">\n                    <ul class=\"wp-block-content-list__list\">\n            <li class=\"wp-block-content-list__item\">\n                            <time class=\"wp-block-content-list__updated\" datetime=\"2026-10-25T10:29:05+00:00\">October 25, 2026<\/time>\n            \n            <a class=\"wp-block-content-list__link\" href=\"https:\/\/support.withsecure.com\/en\/support-articles\/how-to-configure-scheduled-scanning-for-elements-endpoint-protection\/\">\n                <p class=\"wp-block-content-list__title\">How to configure scheduled scanning for Elements Endpoint Protection?<\/p>\n            <\/a>\n\n            \n                            <details class=\"wp-block-content-list__details\">\n                    <summary class=\"wp-block-content-list__summary\">Read more<\/summary>\n                    <div class=\"wp-component-paragraph wp-block-content-list__body entry__body\">\n    <h5>Issue:<\/h5>\n<p>How to set Elements Endpoint Protection (EPP for Computers or EPP for Servers) to scan for viruses, malware and other harmful applications at regular scheduled times?\u00a0<\/p>\n<h5>Resolution:<\/h5>\n<p>You can do this by editing the profile that the device uses. The profile can be edited through the Elements Endpoint Protection Portal on the\u00a0<b>profiles\u00a0<\/b>page.\u00a0<\/p>\n<p><b>Steps to schedule a scan:<\/b><\/p>\n<ol>\n<li>Log in to the Elements Security Center portal<\/li>\n<li>Go to the <strong>Security configurations &gt; <\/strong><b>Profiles\u00a0<\/b>page<\/li>\n<li>Select the profiles you want to edit<\/li>\n<li>Go to the\u00a0<b>Manual scanning\u00a0<\/b>settings page<\/li>\n<li>Scroll down\u00a0to the\u00a0<b>Scheduled scanning<\/b>.section<\/li>\n<li>Click <strong>Enable scheduled scanning<\/strong><\/li>\n<li>Select how often you would like the scheduled scanning to run from the <strong>Scan frequency <\/strong>drop-down menu:\n<ul>\n<li>Daily &#8211; scan every day<\/li>\n<li>Weekly &#8211; scan on selected days during the week<\/li>\n<li>Every four weeks<\/li>\n<\/ul>\n<\/li>\n<li>Select on which days the scan should run\u00a0<\/li>\n<li>Under\u00a0<b>Start scanning<\/b>, select one of the options:\n<ul>\n<li>Time &#8211; select the time when the scan will start. You should select a time when you expect to not be using the computer<\/li>\n<li>After idle &#8211; select a period of idle time after which the scanning starts if the computer is not used<\/li>\n<\/ul>\n<\/li>\n<li>Optional: You can turn on or off the following options:\n<ul>\n<li>Run scanning as low priority (slower scanning that uses less resources)<\/li>\n<li>Scan only known file types (faster) &#8211; scan only those file types that are most likely to have infections, for example, executable files<\/li>\n<li>Scan inside compressed files (slower) &#8211; specify whether files inside compressed archives should be scanned for malware<\/li>\n<li>Skip a scheduled scanning while the device is running on battery<\/li>\n<li>Show notifications to user &#8211;\u00a0Turn this setting off to hide notifications for scheduled scanning<\/li>\n<\/ul>\n<\/li>\n<li>Click <strong>Save profile<\/strong><\/li>\n<\/ol>\n<\/div>\n                <\/details>\n                    <\/li>\n            <li class=\"wp-block-content-list__item\">\n                            <time class=\"wp-block-content-list__updated\" datetime=\"2026-10-25T10:18:00+00:00\">October 25, 2026<\/time>\n            \n            <a class=\"wp-block-content-list__link\" href=\"https:\/\/support.withsecure.com\/en\/support-articles\/how-to-view-security-alerts-for-a-single-device-in-the-elements-security-center-portal\/\">\n                <p class=\"wp-block-content-list__title\">How to view security alerts for a single device in the Elements Security Center Portal ?<\/p>\n            <\/a>\n\n            \n                            <details class=\"wp-block-content-list__details\">\n                    <summary class=\"wp-block-content-list__summary\">Read more<\/summary>\n                    <div class=\"wp-component-paragraph wp-block-content-list__body entry__body\">\n    <h5>Issue:<\/h5>\n<p>How to view security alerts for a single Elements Endpoint Protection device (host machine) in the Elements Security Center Portal ?<\/p>\n<h5>Resolution:<\/h5>\n<p>If you want to view the security alerts of a single device, follow these steps:<\/p>\n<ol>\n<li>Log in to the Elements Security Center Portal<\/li>\n<li>Go to the <strong>Environment &gt;\u00a0Devices<\/strong>\u00a0page<\/li>\n<li>Click on one of the devices in the list\u00a0<\/li>\n<li>Click on\u00a0the <b>Show<\/b>\u00a0<b>Security events\u00a0<\/b>link from the top-left corner of the device details page<\/li>\n<\/ol>\n<p>This will open the <strong>Events &gt; Security Events <\/strong>page with a pre-made filter for the device&#39;s <strong>UUID <\/strong>(Unique ID).<\/p>\n<p>\u00a0<\/p>\n<\/div>\n                <\/details>\n                    <\/li>\n            <li class=\"wp-block-content-list__item\">\n                            <time class=\"wp-block-content-list__updated\" datetime=\"2026-10-25T10:14:57+00:00\">October 25, 2026<\/time>\n            \n            <a class=\"wp-block-content-list__link\" href=\"https:\/\/support.withsecure.com\/en\/support-articles\/excluded-processes-are-not-shown-on-the-local-app-and-file-control-excluded-list-on-the-elements-agent\/\">\n                <p class=\"wp-block-content-list__title\">Excluded processes are not shown on the local App and file control excluded list on the Elements Agent<\/p>\n            <\/a>\n\n            \n                            <details class=\"wp-block-content-list__details\">\n                    <summary class=\"wp-block-content-list__summary\">Read more<\/summary>\n                    <div class=\"wp-component-paragraph wp-block-content-list__body entry__body\">\n    <h5>Issue:<\/h5>\n<p>After adding an exclusion on the\u00a0<b>Real-time scanning\u00a0<\/b>&gt;\u00a0<b>Excluded processes\u00a0<\/b>list in the Elements Endpoint Protection profile, the excluded process is not visible in the local Elements Agent (EPP for Computers or EPP for Servers) user interface on the\u00a0<b>App and file control\u00a0<\/b>&gt;\u00a0<b>Excluded\u00a0<\/b>list.\u00a0<\/p>\n<h5>Resolution:<\/h5>\n<p>The list is working as intended as only the objects added to the\u00a0<b>Real-time scanning\u00a0<\/b>&gt;\u00a0<b>Excluded objects\u00a0<\/b>and the <b>Scanning settings <\/b>&gt;\u00a0<b>Global exclusions <\/b>lists are visible in the local user interface. If you want to confirm that the process exclusion has been successfully added, you can check the following registry key using the registry editor (regedit):<\/p>\n<p>HKEY_LOCAL_MACHINE\\SOFTWARE\\F-Secure\\Ultralight\\Settings\\oas.excluded_processes<\/p>\n<\/div>\n                <\/details>\n                    <\/li>\n            <li class=\"wp-block-content-list__item\">\n                            <time class=\"wp-block-content-list__updated\" datetime=\"2026-10-25T10:10:38+00:00\">October 25, 2026<\/time>\n            \n            <a class=\"wp-block-content-list__link\" href=\"https:\/\/support.withsecure.com\/en\/support-articles\/how-to-change-settings-for-only-one-elements-endpoint-protection-device\/\">\n                <p class=\"wp-block-content-list__title\">How to change settings for only one Elements Endpoint Protection device?<\/p>\n            <\/a>\n\n            \n                            <details class=\"wp-block-content-list__details\">\n                    <summary class=\"wp-block-content-list__summary\">Read more<\/summary>\n                    <div class=\"wp-component-paragraph wp-block-content-list__body entry__body\">\n    <h5>Issue:<\/h5>\n<p>How to change settings for only one specific Elements Endpoint Protection (EPP for Computers or EPP for Servers) device?<\/p>\n<h5>Resolution:<\/h5>\n<p><span><span><span><span>You would need to create a separate profile and assign it to the device if you want to change the settings of only a specific Elements device.\u00a0<\/span><\/span><\/span><\/span><\/p>\n<p><span><span><span><span>Follow these steps to create a custom profile and then you can assign it to the device: I<\/span><\/span><\/span><\/span><\/p>\n<p><span><span><span><span><b>Creating a custom profile:<\/b><\/span><\/span><\/span><\/span><\/p>\n<ol>\n<li><span><span><span><span>Log in to the\u00a0<\/span><\/span><\/span><\/span>Elements Security Center<span><span><span><span><b>\u00a0<\/b>Portal<\/span><\/span><\/span><\/span><\/li>\n<li><span><span><span><span>Go to the <strong>Security configurations &gt;<\/strong> <b>Profiles\u00a0<\/b>page<\/span><\/span><\/span><\/span><\/li>\n<li><span><span><span><span>Click on the\u00a0<b>three\u00a0<\/b><b>dots\u00a0<\/b>on the right side of a profile and select\u00a0<b>Clone profile<\/b><\/span><\/span><\/span><\/span><\/li>\n<li><span><span><span><span>Enter a name and c<\/span><\/span><\/span><\/span><span><span><span><span>hange the settings<\/span><\/span><\/span><\/span><\/li>\n<li>Click on <b>Clone profile<\/b><\/li>\n<\/ol>\n<p><span><span><span><span><b>Assigning a profile to a device:<\/b><\/span><\/span><\/span><\/span><\/p>\n<ol>\n<li><span><span><span><span>Go to the <strong>Environment &gt; <\/strong><b>Devices\u00a0<\/b>page<\/span><\/span><\/span><\/span><\/li>\n<li><span><span><span><span>Select the\u00a0device to which you want to assign a profile (an actions menu will appear)<\/span><\/span><\/span><\/span><\/li>\n<li>Click\u00a0<b>Assign profile <\/b>and select the newly created profile<\/li>\n<li>Select profile from the drop-down menu and click\u00a0<b>Assign profile<\/b><\/li>\n<\/ol>\n<p>Now only the device you assigned this custom profile to has the settings in use. <\/p>\n<\/div>\n                <\/details>\n                    <\/li>\n            <li class=\"wp-block-content-list__item\">\n                            <time class=\"wp-block-content-list__updated\" datetime=\"2026-10-25T10:05:21+00:00\">October 25, 2026<\/time>\n            \n            <a class=\"wp-block-content-list__link\" href=\"https:\/\/support.withsecure.com\/en\/support-articles\/linux-security-64-still-updates-automatically-even-if-appy-product-updates-schedule-has-been-configured-in-the-policy\/\">\n                <p class=\"wp-block-content-list__title\">Linux Security 64 still updates automatically even if &#8220;Appy product updates&#8221; schedule has been configured in the policy<\/p>\n            <\/a>\n\n            \n                            <details class=\"wp-block-content-list__details\">\n                    <summary class=\"wp-block-content-list__summary\">Read more<\/summary>\n                    <div class=\"wp-component-paragraph wp-block-content-list__body entry__body\">\n    <h5>Issue:<\/h5>\n<p>We have for our Linux Security 64 devices configured the automatic updates schedule from from the Policy Manager Console&#39;s <strong>Settings &gt; Linux &gt; Centralized management <\/strong>settings page, but the Linux Security 64 still update some updates outside of the set daily or weekly scheduled time.\u00a0<\/p>\n<p>Why does Linux Security 64 ignore the database update schedule for some updates?\u00a0<\/p>\n<p>\u00a0<\/p>\n<h5>Resolution:<\/h5>\n<p>The &quot;Apply product updates&quot; schedule setting is not applicable to security updates. This means that the database (capricorn\/hydra\/fmlibunix) updates always happen as soon as possible.\u00a0<\/p>\n<p>The setting applies to the following three product channels: fsbg, baseguard, linuxsecurity<\/p>\n<p>The product channel updates are applied at the latest soon after<br \/>the expiry time (which is currently one week)<\/p>\n<\/div>\n                <\/details>\n                    <\/li>\n    <\/ul>\n\n                            <\/div>\n    <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":12,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2210","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/pages\/2210","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/comments?post=2210"}],"version-history":[{"count":22,"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/pages\/2210\/revisions"}],"predecessor-version":[{"id":8962,"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/pages\/2210\/revisions\/8962"}],"wp:attachment":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/media?parent=2210"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}